Body
Question
What can I do if I am experiencing issues with Cisco Jabber?
Answer
Use the information in this article to attempt to fix issues you may experience with the Cisco Jabber application.
General Troubleshooting
The following steps, taken in order, will resolve a majority of Jabber issues. Start with the first drop-panel called Sign Out/Sign Back In. After signing in, if your issue is not resolved, move on to the next panel, and so on.
Sign Out/Sign Back In
- Select the Settings (gear icon).
- Select Sign Out.
- Sign back into Jabber.
Ensure You are On the Most Current Version of Jabber
Windows Users
- Open the Microsoft Software Center.
- Select Updates.
- If there is an update available for Jabber, install it.
- Select Applications.
- Search for Jabber
- If there is a listing for Jabber, install it.
- Attempt to access/use Jabber again.
Mac Users
- Select the Jabber menu from the top left corner of your screen.
- Select Check for Updates.
- If you do not see this option, move on to Troubleshoot 3 and/or call ITS at 419-372-0999.
- If updates are available, apply them.
Reset Jabber
- Select gear icon on the top right of Jabber.
- Select Sign Out.
- Select Reset Jabber.
- Simply closing Jabber will not work.
- Open Jabber and sign back in.
Issue Specific Troubleshooting
Expand these panels for troubleshooting steps for resolving specific Jabber issues.
Jabber Microphone Not Working
Verify your microphone selection is correct:
- Within Jabber, select the Settings icon (toggle).
- Select Options.
- Select Audio.
- Verify or change the microphone from the drop-down.
No Sound On Device When Using Jabber + Remote Desktop
If you are using Remote Desktop (RDP), it is likely that the sound you are expecting to hear is coming out of the device that is physically located on campus (usually a physical phone). To correct this issue:
- Log out of Jabber.
- Log out of your Remote Desktop (RDP) session or minimize your RDP session to access the screen on the device physically in front of you.
- Open Jabber on the physical device in front of you.
- Select the desk phone icon at the bottom left of the Jabber window and select Use my computer for calls from the menu that appears.
- You should now have changed your audio device for calls to your computer's microphone and speakers, not the physical phone on campus.
If you are experiencing audio issues that are not resolved by following the steps above, we recommend reviewing our Windows Audio Troubleshooting article.
No Sound on Calls when Working Remotely (or away from desk)
If you have a physical desk phone and are getting phone calls through the Jabber desktop application, but you are unable to hear the caller or be heard by your caller while away from your physical desk phone, you may need to change your call device from your physical handset to the Jabber softphone. You can confirm that this is the cause of your issue by checking the Call Settings icon on the bottom of your Jabber application window. You will see a red handset icon as shown in the screenshot below:
Select this icon and in the Device for Calls field, select Computer.